Furious at Disney- need advice!

[Heartwish]

Hi Everyone,

Thank you so much to all of you for your words of encouragement and support! I am thrilled to say that all is well with the world! I decided to call back tonight and see where it would go. I explained the situation to the rep and he said "I'm seeing that you are already booked at the AP rate." I was shocked. He proceeded to read on and tell me there was a note from Spring Hope in guest relations (yes, that really is the name she gave me) stating that after we spoke this afternoon, she went and spoke with her boss and they immediately gave me the AP rate. Apparently, she tried to call me but couldn't leave a message. I'm not sure what that was about, as I have voice mail, but who cares?! I got my AP rate and WL here we come! THANK YOU SPRING HOPE!!!!!

 

[Loves2Travel]

Yeah, my advice, be their worst nightmare until something gets done. Also, you can try bringing your reservation with you and when you check-in act like "here is my AP" and say "here is my reservation that says AP." The cast member should be able to adjust it or even give you an upgrade!

Thank you so much for all of your sympathic mouse ears. We are going May 13th for 8 nights. We just went last November, so the idea this time is to go and enjoy the little things. Many of which are at WL. I did speak to someone in Guest Relations, and she had about as much sympathy as the first person I spoke to. I asked to speak to someone higher up and she said that SHE would have to speak to them and she would get back to me by tomorrow. I have little faith of ever hearing back from her. I am giving her until noon tomorrow and then I will try again. I WILL pursue this. Right now, I don't know if I'm more disappointed in not getting the AP rate or in the attitudes of the people I spoke with. A simple "I'm sorry this happened" would have a least softened the blow. Frankly, I amazed that they admitted that the commetns said I was reminded to bring my AP, because their attitudes suggested that I was a big, fat liar and never really booked the room at the AP rate.
If not Michael Eisner, anyone have the direct line to Mickey?

 

[ILoveDisney-Angie]

I feel your pain! I had the same thing happen last month when AP rates came out, not once, not twice, but THREE TIMES! I'll find my original post and let you read it. We eventually got most nights at the AP rate but have to pay the rack rate in a Courtyard View Room (that's all that was available) for the first two nights.

Good Luck.

 

[ILoveDisney-Angie]

On the "official" day that AP codes were released I called at 7:08 in the morning and waited on hold for an hour and a half. After going mad and finally giving into my urge to sing "yo ho, yo ho a pirate's life for me" I finally got someone on the line. His name was Filbert. He couldn't find any availability with the codes for POFQ even though we already had a room booked. He even tried some of the deluxe resorts and the rest of the moderate resorts to no avail. He asked me to hold on again and finally found availability at WL (we really wanted to stay there or the beach club). It had to split up our stay since we were staying more than ten nights. The first two nights he put us in a courtyard view room since that was the least expensive room that they had available but the next nine nights we would have a standard view room. Both reservations had the AP code applied. I was so excited. He gave me the new balances and everything was correct. Since I had already put down a deposit for our ressie at POFQ that could be applied to our new ressie at the WL but I would need to put down more money. I then put down $300 (plus the previous $183.97). I was VERY excited. I called DH to tell him the good news.

After that, I realized that I should have checked on our PS ressies since we had made them while we were booked to stay at POFQ and would now be staying at the WL. I called from work at lunch and waited my whole lunch hour but had to hang up so I decided to call from my cell phone on the way home from work. I called from my cell phone in the car and waited for 30 more minutes and hung up to call from my house.

I called as soon as I got in the house and only had to wait 30 minutes. Thank goodness because the pirate song was really start to get to me. I talked to another CM who told me that she would need to change the PS ressies to reflect the resort change in case they needed to contact us. For some reason I had this feeling that I should check on our balances (just to make sure the AP rate was applied). Sure enough, it was a good thing that I checked. She told me that I was set to pay rack rate and that both of my deposits had been applied to the same ressie so that one of my ressies was going to be cancelled at the end of the day had I not put down a deposit on that one. I was shocked. She checked availability and there was only the courtyard view for the first two nights and woods view for the next 9 nights. I said I would take it even though I wasn't thrilled about it. I had already been quoted something else. Oh well, it would have to do. She told me that I had my name listed twice on the reservation (married and maiden) and called guest services to see how to take the maiden name off. She said that they would look into it and fix it for me. Well to make a long story short. She said that she couldn't do it but she was able to put in a request to have the second deposit applied to the other of my two reservations. I said that instead of taking the chance that I lose my ressie I would rather put down an additional deposit. She seemed like she didn't want to be bothered and told me that my account was freezing her computer. I didn't like the sound of it. But what could I do. I then got off the phone and told DH. He was mad so he said he would call back.

DH called and waited on hold for 2 hours. He wasn't sure if he should stay on hold or hang up because the music stopped 40 minutes before someone answered the phone. He thought that maybe he was disconnected. Anyway, he after he finally got someone on the line he was told that the AP rates had still not been applied and at that time there were none left for the first two nights but we could get it for the 9 nights in the woods view room. HE WAS FURIOUS. Not because we had to pay that but we were quoted something twice and did not get what was quoted. The CM told him to keep calling back. During this time, the CM noticed that there were three names on the reservation but only two names were being charged. What happened is that Disney had my DH, me (married and maiden name). So he said he would take care of it.

So this all transpired on Wednesday. On Friday, DH and I went to dinner and when we got home we had a message waiting from Disney. They had called to inquire why we had two names on the room but three people needing the new transportation. DH called back (I was starting to lose my cool) and talked to someone named Yvonne. She REALLY knew what she was doing and fixed my name (deleted my maiden name). Rich was scared to ask about our room reservation. He wanted to see if we could now get the standard view room with the AP rate again. I was scared too. I didn't want to have it screwed up or taken off after all of this. Well he ended up asking and she found it for him. However, the first two nights would still be courtyard and no AP rate. At this point, we're still worried even though she seems to really know what she is doing.

I called back on Monday just to check the balances (this way I can find out if the AP rate was truly applied). The CM told me the balance. It was exactly what it should be with the AP rate. But then he tells me that the AP rate has not been applied to the 9 nights. I told him that I knew it had based on the balance. I even had him read the deposits (which matched up). I didn't want to take any chances that he might screw this up so I just thanked him and hung up.

I just want to say that this whole process of making reservations is "UN-magical" and I personally think it takes away from the vacation. I have been a nervous wreck. I think that some of these CMs need to be replaced. Some of them do a wonderful job but others either don't care or aren't trained well enough.

So this was my story that I had typed with a little variation seeing as I lost everything when I went to post it last week.

But now I have an update. Over the weekend, we got our confirmation (I was desperately awaiting it to make sure we had the AP rate for our last 9 nights). And lo and behold, it says annual passholder rate room only. YIPPEE!

Now here's my question. Do we call again to see if we can change the 2 night ressie to a woods or standard view or see if any AP rates are available? I am SCARED to call for fear that someone deletes our 9 night AP rate. It might just be worth it to pay $334 a night for the first two to get the $139 plus tax for the next nine nights. What do you all think? Who knows when we arrive, the front desk might even let us stay in the courtyard view room our whole trip instead of moving after the two nights.

 

[Pixiedusttravel]

Hi Everyone,

Thank you so much to all of you for your words of encouragement and support! I am thrilled to say that all is well with the world! I decided to call back tonight and see where it would go. I explained the situation to the rep and he said "I'm seeing that you are already booked at the AP rate." I was shocked. He proceeded to read on and tell me there was a note from Spring Hope in guest relations (yes, that really is the name she gave me) stating that after we spoke this afternoon, she went and spoke with her boss and they immediately gave me the AP rate. Apparently, she tried to call me but couldn't leave a message. I'm not sure what that was about, as I have voice mail, but who cares?! I got my AP rate and WL here we come! THANK YOU SPRING HOPE!!!!!

Yeah!!!!

Let me tell you I just read this entire thread getting madder and madder at how terrible Disney was treating you! I am so very happy to see that you finally found a CM that still actually cares about Disney Guests, and went out of their way to spread a little pixie dust for you and your family!!

All hope is not lost!!

 

[nycguy1963]

I'm very happy to hear that. That is so great for you. I talked to someone this morning as well who told me my AP rate issues were straightened out.

Regardless of the reputation, Disney does take care of it's customers when they need to. Unfortunately, there are quite a few too many rude and unhelpful people who work at CR. This needs to be resolved by Disney. Maybe they need to start monitoring calls.

They do monitor calls-- randomly, so agents never know when they're being recorded or not. The monitoring also records a video of their computer screen during the call.

I'm glad Spring Hope was able to help the OP; since it's important to reward CMs who really help guests, I'd suggest calling the CRO and asking for the Compliment Line to leave a recorded message that will go in her file. Disney CMs are (as a general rule) grossly underpaid, but most of us want the jobs because we want to make magic for our guests. Being recognized by a guest is as good (or better) than a pay increase for most of us.

 

[jenr812]

I am glad that it worked out for you! I was so upset for you til I read that post

 

[jenr812]

PS I totally agree about writing a good report about Spring Hope

 

[Skroops]

Why it was so hard to beging with! Why couldn't that very first person you talked to make that effort? Good thing you were persistant. Think of all the people who don't look at these boards and know enough to keep trying! They would either pay the money or change the vacation. I'm not sure I'd send Spring Hope a thank you praise. It is what should have been done in the first place. (IMO!)
Glad to hear about your happy ending! Have a great vacation!

 

[freediverdude]

Hope springs eternal! Or would that be Spring Hope's eternal! lol Sorry, couldn't resist that one.

 

[Heartwish]

Just a little FYI, I called Disney first thing this morning to give Spring Hope thanks.
5 weeks, 17 hours to go!

 

[DebIreland]

Why it was so hard to beging with! Why couldn't that very first person you talked to make that effort? Good thing you were persistant. Think of all the people who don't look at these boards and know enough to keep trying! They would either pay the money or change the vacation. I'm not sure I'd send Spring Hope a thank you praise. It is what should have been done in the first place. (IMO!)
Glad to hear about your happy ending! Have a great vacation!

I totally agree. While I think it's always nice to pay someone a compliment and thank them, it's certainly no more necessary in this instance than it is for any of us who've made reservations with Disney. As you say "it is what should have been in the first place".

To Heartwish: I'm so glad this has worked out for you. It must have been very stressful worrying about your Disney trip and thinking it might not happen. Who needs that kinda stress?! I hope the rep you spoke too apologised (profusely) on behalf of Disney.

We'll be at WL too in June on the AP rate - can't wait. Have a great time

 

[Densgirl]

Hope springs eternal! Or would that be Spring Hope's eternal! lol Sorry, couldn't resist that one.

Reminder to self-bill freediverdude for one keyboard. Too funny. I just did a spittake with my dietcoke.

Heartwish-I am so happy about this. I read this yesterday and thought about it 10 times at least yesterday. I am so glad this all worked out for you. I am so glad to see WDW made this good on this error. Enjoy your trip.

 

[lilyprincess]

I am so glad it all worked out for you! Have a great trip!

 

[2d_star_to_the_right]

We had this happen when they closed the Winnie the Pooh breakfast at WL and didn't inform us- they comped us by getting us into Cinderella's breakfast. We had a room booking problem at POR and we solved it by going to the web site and getting the name of the head of customer service and writing an email. It took about 2 weeks to get a response and they did fix the problem and had a autographed picture of Mickey Mouse waiting for us at check-in.

I would look to go to the head of Customer service- either via the website- or to call WL directly and ask for the Hotel Manager (not the shift manager- but the head honcho). Tell him your problem. Fax the info that shows that you must show your AP rate. Explain to him that you are long time customers of Disney and that if this isn't made to your satisfaction that you may consider discontinuing your vacation plans and $$$ with them. The key is to be calm. Put the onus on them- play dumb- don't give them the baloney on AP rooms- go with the assumption- I am assuming that this means I have the AP Rate since I have to show my pass- could you send me my confirmation reflecting this rate please.

The key though is to play dumb- and keep going up and up and up the chain. $$$$ talk- estimate what you will spend this trip and have spent on past trips and ask Disney if they care to lose this over a discount which is essentially only a small savings.

Keep trying- calm, persistency is key.